[Resolved]  Indigo Airlines — Urgent need for action on passenger baggage lost by m/s indigo

Address: 560040

M/s indigo offers rs 4200 for baggage worth rs 1, 10, 000 for mistake committed by airline staff. Says it is company policy!

Reference pnr no. : wccehj on delhi to bangalore flight on 5th may 2017

Thanks for communicating to me though after a long delay.
• i understand that you may have some fixed norms to deal with lost baggage cases, i am unable to accept the compensation given to us for the following reasons.
• the trolley suitcase itself costs much more. As informed over the telephone, we had been to a holiday and several expensive clothes were purchased. The cost of the same is worth more than rs. 1, 00, 000.
• the whole activity of purchasing involved several family persons and invaluable time was spent.
• i have undergone the agony of talking and corresponding with your customer relations staff almost every alternate day by telephone and email with practically no response from your end.
• precious time was lost especially in the early stages after the complaint was lodged. This has reduced the chances of recovering the baggage. I mentioned this in my earlier mails to you as well.
• i had frequently asked to customer relations to get me connected to senior officers so that i can personally talk to them and maybe impress upon them to assign some priority to the mishandled baggage case. But i was not given access.
• at the end i was told that airport authorities were not willing to part with the cctv footage.in such a case what can you do when you do not have any clue. I am told by you now in the recent talk over the telephone that you have good records of the issue of boarding pass; i. E. Issuing staff and time of issue. I was also informed that the issue of boarding pass was at about 1838 hours on 5th may 2017. Unfortunately your system does not give information of the counter from where the pass was issued.
• with this information, you should be able to convince the airport authorities to give you the footage for 10 to 15 minutes prior and post boarding pass issue time. As all the counters are busy my baggage would have been assigned to some other passenger within that time. Assuming this is not a wilful error, a scan of baggage of two adjacent counters during the aforesaid period would be enough information as to where my baggage was assigned.
• you have passengers’ photographs (Me and my wife). You would be immediately be able to identify the counter if you see the footage 10 to 15 minutes prior to issue of boarding time. I had taken care to furnish our photographs with the same attire as we wore during journey.
• as you already know the staff who generated the boarding pass, she may be able to guide you as to which counter she was operating from at that point of time.
• assuming there has been no complaint from the passenger whose baggage has been mistakenly given to me, i gather, he or she would not mind exchange of baggage which has occurred albeit inadvertently. I have seen the contents of this suitcase. It has some old clothes – nothing of much value. Whereas we had more than rs 1, 00, 000 worth of new clothes.
• last but not the least, why do you not acknowledge that it has been m/s indigo’s mistake. And now by all this talk and written communication you are making the passenger pay for it. Rs. 4200 is not reasonable even if the suitcase has been filled with bricks and mortar! The cost of the trolley itself is around rs. 10, 000. You cannot hide behind your internal policy especially when the mistake originated from your end.
Please look into the matter and come up with some solution to recover the baggage. This whole issue was dealt very shoddily by your staff, first by not giving priority, thereby delaying and not giving me access to your senior executives who i could have talked to impress upon them the need for speedy action. Needless to say that the possibility of recovery of lost baggage reduces due to delay. You also appear to be insensitive to the fact that your staff had committed the error (Hopefully inadvertently). There is a greater need in such a case to move in fast and pool up your resources and recover the baggage.
I again reiterate that once you state your case cogently to airport authorities, you would get cooperation from them. You only need cctv coverage data for indigo bay for a very short time.

Devashees das